Customer Service Advisor ( UAE National )

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose:

Responsible for addressing customer needs, queries, and complaints, in an accurate and timely manner. The job holder is also responsible for the sales of assets and liability products.

Principal Accountabilities:

Work Management

Act as first point of contact in understanding customer’s requirements, queries and assist walk-in customers to select appropriate service.

Ensure to serve the customer with token, and encourage customer o use our digital channels.

Ensure to provide customer statement and letters within TAT

Receive customer requests through Operational CRM eForms & KOFAX and execute for next steps with required original documents.

Account Maintenance activities (EmiratesID Update, Passport Update, Contact Details Update and etc.)

Remittances (Smart Form & Manual Form)

Standing order

Trade Finance service documents

Special Cheque Book requests

Cheque Book delivery & Returned Cheque Book handling (in not centralized branches)

Returned Cheque process handling

Stop payment instructions and execution

CDM ,and ATM cash dispute

Locker visit and maintenance

Contact details update 

Statement request

Trade license update

PDC removal request

Support PSAs for the onboarding and/or selling of products to new and existing customers which include products such as, CASA, Deposits, Loans and Credit Cards etc. with using the relevant systems in the branch.

Ensure that all product applications are filled accurately, within the agreed timeframe and all the required documents are obtained and information entered captured correctly in the system to avoid re-work.

Ensure that all customer applications submitted through the system within CBD policy guidelines.

Proactively call existing and new customers and make agreed target number of appointments per week to review customer needs and make sales of other suitable CBD products.

Review customer’s database and explore opportunities for the sales of other suitable CBD products.

Attend all relevant sales and service meetings (as appointed) to review performance and share best practice ideas.

Register customers visiting Safe Deposit Locker, verify signature and accompany customer to the Vault to facilitate the locker access.

Receive, register, and maintain a balance report on a daily basis against the physical stock (Cheque Books, Credit cards, Debit Cards, Returned Cheques etc.) held with BOM (under dual custody).

At end of the day balance all the Kofax /Eform items with report and forwarded to CAU with acknowledgment 

Service and Quality

Proactively help customers to reduce their waiting time.

Ensure customers are on-boarded (new accounts) and served within prescribed SLAs.

Ensures that all customer problems/complaints/queries are handled efficiently and according to standards and high level of service quality using the Operational CRM System.

Requirements

Education and Experience:

Graduate, preferably in commercially oriented discipline or Diploma in business / finance related subjects.

3 – 4 years of experience in Retail banking / Branch Banking